I would like to implement this below scenario in iTOP however I am facing the same issue when creating this.
Background: 3 organisations - Org A, Org B, Org C.
ORG A is providing services to both Org B and Org C.
Org B is providing services to Org C only.
Org C can only open tickets to both Org A and Org B.
Issue: Users in Org B can view all the tickets opened by Org C (since each user in ORG B has ORG C as allowed organisation) even the ones which are not related to their service catalogue.
Solution needed:
How to limit views in helpdesk such that Org B would only see tickets in which they are the provider, rather than viewing all the tickets Org C opens.
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I am sure I have already proposed a solution in this forum for this issue.
Basically, you can change the meaning of the org_id field to be set to the Provider of the service and create another field to store the customer. This will work only if the users of Org C only access iTop through the Portal.
Last edit: Vincent @ Combodo 2021-03-17
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So, in your reply today, what your are first proposing is the steps listed in the link above. Would it be possible to clarify the below steps in more details please?
"Change iTop Datamodel,
Change the Filter on Ticket caller_id and invert the dependency with org_id
Change the Filter on Org_id to propose all providers of the caller_id organization
Rename Ticket Customer (org_id) into Provider.
Change the Filter on Service to propose Services owned by the Org_id
Change the portal Action rule to set the org_id of a Ticket as the organization of the Service, instead of the organization of the caller."
As regards to your other question, yes, ORG C will only open tickets through the portal.
Thanks for your support
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Hi Nick,
Have you written any iTop extension already?
Because if you have not, it will take me a couple of hours to explain in details each action, and that's a level of help which we usually deliver to our Customers.
And if you have, then the list actions are rather strait forward, there are only 3 types of action: changing a filter on a field, renaming a field and the portal action_rule. All those actions require simple XML changes to the Datamodel. I could not explained better unless I actually provide the code. Check the documentation.
I might do it one day as a premium extension on iTop Hub, if I find enough time for this.
If you would like to refer to this comment somewhere else in this project, copy and paste the following link:
I would like to implement this below scenario in iTOP however I am facing the same issue when creating this.
Background: 3 organisations - Org A, Org B, Org C.
ORG A is providing services to both Org B and Org C.
Org B is providing services to Org C only.
Org C can only open tickets to both Org A and Org B.
Issue: Users in Org B can view all the tickets opened by Org C (since each user in ORG B has ORG C as allowed organisation) even the ones which are not related to their service catalogue.
Solution needed:
How to limit views in helpdesk such that Org B would only see tickets in which they are the provider, rather than viewing all the tickets Org C opens.
Hi Nick,
I am sure I have already proposed a solution in this forum for this issue.
Basically, you can change the meaning of the org_id field to be set to the Provider of the service and create another field to store the customer. This will work only if the users of Org C only access iTop through the Portal.
Last edit: Vincent @ Combodo 2021-03-17
Hi Vincent! thanks for your prompt reply. I have been checking the forums for issues similar to mine and was previously checking this post of yours - https://sourceforge.net/p/itop/discussion/922360/thread/9014600b17/#18cd
So, in your reply today, what your are first proposing is the steps listed in the link above. Would it be possible to clarify the below steps in more details please?
"Change iTop Datamodel,
Change the Filter on Ticket caller_id and invert the dependency with org_id
Change the Filter on Org_id to propose all providers of the caller_id organization
Rename Ticket Customer (org_id) into Provider.
Change the Filter on Service to propose Services owned by the Org_id
Change the portal Action rule to set the org_id of a Ticket as the organization of the Service, instead of the organization of the caller."
As regards to your other question, yes, ORG C will only open tickets through the portal.
Thanks for your support
Hi Nick,
Have you written any iTop extension already?
Because if you have not, it will take me a couple of hours to explain in details each action, and that's a level of help which we usually deliver to our Customers.
And if you have, then the list actions are rather strait forward, there are only 3 types of action: changing a filter on a field, renaming a field and the portal action_rule. All those actions require simple XML changes to the Datamodel. I could not explained better unless I actually provide the code. Check the documentation.
I might do it one day as a premium extension on iTop Hub, if I find enough time for this.